Move Smart Relocation

I paid Move Smart a deposit of $1148 via electronic check on 6/11/21 for a move from Rochester NY to Houston TX. I cancelled on 6/12/21 within the 72 hours guaranteed for a refund. On 6/14/21 I received an email from the company that I would receive the refund within 30 days. It’s been 4 months and no refund. I have called customer service several times and they route to accounting who never picks up or responds to vmm. Customer service says they have no control over accounting. I want my deposit!!

Move size: Partial Move Service cost: $1148

I hired Move Smart to help me relocate from New York to Florida. Pretty simple process, they asked me what furniture I was taking and they gave me the actual price along with my car. My car was picked up the day before my move took place and they both arrived in Florida the day after I arrived. I had gotten prices lower and significantly higher, but they definitely made me feel comfortable enough to give them my business. I was actually pretty impressed with how professional the movers were.

Move size: 1 Bedroom Home Service cost: $1300

If you like being charged THREE TIMES THE ORIGINAL ESTIMATE despite sending photos of all items before the estimate, then hire Move Smart.

If you’d like your mover to show up angry, with a bullying attitude then these are your guys.

If you don’t mind having a valuable painting vandalized, slashed with a knife, this is your company.

If you’re okay with a company that gives itself two days to show up, and can’t appear on either of them, then hire Move Smart. But if not, please heed the warnings of other reviewers and stay away. I told them my mom needed to be out by the 10th, they didn’t send a crew til the 12th, causing extraordinary stress and inconvenience for all parties. And when they did show up, claimed the job was underbid and increasing the cost from $1800 to $5400.

To be clear (which Move Smart was not) this company is a broker that hires other similarly poorly reviewed companies to do the actual work. We hired Move Smart who handed us off to Superior Van Lines and/or Konami--but they are always cagy about who they were. The Konami crew showed up with a Budget Rental-branded truck.

But don’t listen to me, listen to the movers themselves: the pick up crew sent two people and one of them said of the other (the leader) that he would never work for him again because he was “too crooked”. And the unloading crew told us they could not understand why the cost was so high, when there wasn’t that much stuff.

The Move Smart/Superior/Konami entity demonstrated every one of the qualities of a scam moving company, and you should stay away from all three.

Also, contact your congressperson and tell them that legislation needs to be created to protect consumers from this type of abuse. Moving is stressful enough without the wildcard of predatory movers. It really is criminal and hits people when they are most vulnerable, and in my mother’s case, holding her possessions hostage.

Also, there should really be a zero or negative stars rating to properly rate this company. If you hire them, you'll be in for trouble.

Move size: 3 Bedroom Home Service cost: $5400

Hi my name is Michael Urbish I am here to let you know at 84 years old, I needed a full service moving company to do everything for me. They came in and packed every item in my home and then loaded the truck. I moved from San Diego CA to Cary NC to be close to my kids and grandkids. These fellas gave me great service and stayed within my budget for the move. Douglas and Daniel were very detailed and not a thing went wrong. Just moved into the new place 2 days ago and all is well. It took a week to get the stuff there, which was significantly quicker than what I was originally told. A guy names Jack kept me in the loop throughout the week and not a thing was damaged. I was terrified to Move without my wife around or the fact that I hadn’t moved in over 30 years, but I would highly recommend using Move Smart in the future to anyone looking for a quality company.

Move size: 2 Bedroom Home Service cost: $3850

I don’t like leaving bad reviews but this company made it clear how they handled there mistake. I reached out provide them with several quotes from other companies. When moving day was here they lied. I was charged $1,600 more then my quote. The company said to me yes we know there was an issue we fired Mike the guy who set your shipment up. We found he was messing with quotes to win business. But that’s not my fault. Instead of taking ownership they sent me nasty messages saying I signed the contract they screwed up. What he told me doesn’t matter nor does the fact you stated you know it happened. They are refusing to fix it and putting the cost on me. I had to pay since the moving company wouldn’t finish loading the last of my items till I did. They hold you hostage and then screw you. Don’t use this company. I am reporting them to the military and every other onscreen I can find. I have never in my life seen a business treat a customer this way when they clearly know they are at fault. I have emails and records showing everything. Still I get we will not do anything that it’s my fault after they already admitted they know it’s theirs.

Move size: 4+ Bedroom Home Service cost: $7700

This place is a deceptive company

#1 they are not a moving company they are brokers

#2 they lie

# 3 they hire crooks to move your furniture

#4 the movers load your belongings and then demand cash for more than you were quoted

# 5 if you get your belongings they will be damaged

#6 they loose your belongings after they get more money ? from you

#7 I rarely do reviews but they need to be stopped

Buyers beware ?

Move size: 2 Bedroom Home Service cost: $4300

Actually no stars. This is a scam. Long distance move from Lexington, KY to Charleston, WV. My brother died so I hired this company to move his furniture from a one bedroom apartment. Price quoted $1580, deposit $ 580, then half on pick up, the rest at delivery. I live three hours away from my brothers residence. I told them this on our first conversation. Movers were supposed to arrive 2-21-2021, between 9am-1pm, then it changed to 10am-2pm. Got a call at approximately 9:00 am, 2-21-2021 that there was a cancellation, and my move would be early. But then he said upon reviewing my list of items, my cubic feet was misquoted and he would call back in ten minutes, he did not. Call customer service at 12: 30, explained the call from earlier. She informed me movers ETA was 10am - 2pm, not 9am-1pm and she had no knowledge of who called me and told me there was cancellation, but would have the driver call me. From that point on multiple phone calls between me, customer service, who notified driver, who then notified me. Each time they both assured me that movers were on their way, each call the ETA kept changing. By 8 pm I was very frustrated. Asked for refund, customer service rep replied I’m warning you if you cancel, you will not get a refund. 8:06 pm foreman called to offer discount and take my items to storage, that wasn’t the agreement. 9pm no movers, driver called said my boss wants me to help you out, I’m on the way, asked his location and ETA to my brother residence, he said he didn’t know, because he didn’t know where he was as he wasn’t from Kentucky and he couldn’t look at his GPS. Needed to go to hotel first to switch drivers who would then transport my items to WV. I was told by the foreman there was no driver to WV that night. By then I was feed up and left to drive home. Do not hire these people. It was an absolute nightmare. Can’t get a refund because I’m accused of canceling service. Customer service rep says driver showed up and I wasn’t there. I don’t know when he showed up because I was on the phone with him at 9:00 pm and he definitely wasn’t at my brothers apartment. How long is a customer supposed to wait for movers? I called customer service this morning she offered to reschedule. Really? After what I went through. Don’t bother calling the owner or the representative who scheduled the move, they won’t help. Asked to speak to them, they were conveniently unavailable. I requested a call back, they haven’t called back. They still have my deposit but, but I refuse to continue to do business with these people.

Move size: 1 Bedroom Home Service cost: $1580

I learned my lesson the hard way. First of all don't ever let a moving company withdraw the deposit from your checking account. Always use a credit card so you can file a dispute. I got no return phone calls after I placed the deposit. The morning of the move the dispatcher called to tell me that they did not have a crew for that day. I explained that I had to get on the road because of my husband's health condition. At 7 PM that night as I'm driving in another state, I got alerted that the moving van was in my neighborhood.One of their operations managers called and promised to refund my deposit based upon my incredibly bad experience. Of course she never called me back. They make a lot of promises but don't deliver. They haven't heard the last from me.

Move size: 4 Bedroom Home Service cost: $8000

STAY VERY FAR FROM THIS COMPANY. We were set up to move on Dec 26/27 2020. They called us said our truck didn't pass sanitation so we need to reschedule you. Our house was closing on Dec 29 and we had to legally be out but they said they would come on Dec 29, 2020. I told Sara the customer service rep that Dec 29 was the absolute deadline and if they don't full fill it I want a refund. She swore up and down no problem we promise we will come. Dec 29, 2020 comes the driver Casey calls me and says I will be to your house at 4pm and then shows up at 5pm. Then he smiles a little and says Mam please come here I need to show you something (He opens the back of his truck and there is enough for not even a 1 bedroom apartment). I said you have to be kidding me!! He said my last job took more room and I know your contract/agreement says 649 cu ft. but I only have enough room on my truck maybe for 350 cu ft. He said who ever you gave your inventory list to way underestimated your quote and you have more like 850 cu ft to a 1000 cu ft. Casey went on to say If I were you I would not put even 350 cu ft on this truck because if you put your stuff on 2 different trucks it is easier to get lost in the shuffle. Karen his supervisor got on the phone and promised to send a truck from Vegas next day Dec 30, 2020. We end up moving our own things since we legally had to be out into a moving truck ourself. Hired and paid the men, paid for moving trucks. Then we were going to park it or go to Tucson. We asked Casey can you come to Tucson same price tomorrow Karen the Sup said no problem. Then we call them on Dec 30th and they say they can't get us in until after the New Years around Jan 2/3. We would already been to our new home at that point and its way too late. We ended up having to rent a moving truck and drive our self. The manager Chris Ocean is very rude and hangs up on you. When you call to demand a refund he talks over you, won't let you get a word in edge wise and then tells you to stop calling for the refund and you're not getting one and if you continue to call he will get you for harassments. My plan now is I will be submitting a civil lawsuit and I plan on fighting for every penny back. My $790 deposit and the $500 I paid for being honest to add a few inventory items I had forgot. I plan to sue them for my money back, expenses out of pocket for doing it myself, hiring movers and moving trucks and time and aggravation. I gave them a chance to make it right and give a refund back for all the mess they caused me on my move but they refuse. I will show all the bad google reviews to the judge and let the judge decide and I will be calling the Dept of Transportation. BBB is already filed. I mean business !! no one robs of me of my hard work money and you can't legally keep someone's money when you didn't provide a service.

Service: Out-of-state move

Move size: 2 Bedroom Home Service cost: $1290